Who Is This For?
This guide is for service delivery managers, operations leads, IT service managers, process owners in service management, and internal consultants responsible for defining handover points between technical teams. If you’re tasked with improving inter-departmental coordination, preparing for ISO/IEC 20000 certification, or reducing incident resolution times through clearer operational boundaries, this resource is engineered for your use case. It’s also essential for ITIL 4 practitioners, COBIT implementers, and internal auditors who need to verify that operational handoffs meet compliance and performance standards.
What happens when your operation level agreements lack clear ownership, measurable outcomes, or alignment with business objectives? Without a structured framework, you risk misaligned teams, unmet service expectations, and undelivered value, leading to operational inefficiencies, stakeholder dissatisfaction, and failed compliance audits. The Operation Level Agreements: A Complete Guide - 2019 Edition is the definitive professional development resource for designing, implementing, and governing operation level agreements that deliver measurable business impact. This 60+ file digital playbook gives you everything needed to build robust, auditable OLAs that align technical operations with strategic goals, improve cross-functional accountability, and ensure compliance with ISO/IEC 20000, ITIL 4, and COBIT standards.
What You Receive
- 823 case-based self-assessment questions (XLSX) across seven maturity domains, purpose, structure, process design, resource allocation, monitoring, continuous improvement, and integration, enabling you to identify critical gaps in your current OLA framework and prioritise high-impact improvements within 20 minutes of implementation
- Seven-domain OLA maturity model (PDF) with scoring methodology and benchmarking guidance, so you can assess organisational readiness, track progress, and demonstrate improvement to internal auditors or governance boards
- Implementation-ready OLA templates in Microsoft Excel and Word (XLSX, DOCX) including OLA scoping documents, stakeholder approval matrices, service handover checklists, and performance tracking dashboards, customisable for any operational environment, from centralised IT teams to decentralised support functions
- Step-by-step OLA implementation playbook (PDF) with phase-based workflows, RACI charts, and milestone planning tools, enabling you to execute structured rollouts or agile pilots with confidence and traceability
- Alignment guides for ISO/IEC 20000, ITIL 4, and COBIT (PDF) that map OLA requirements directly to control objectives, helping you pass external audits and meet regulatory expectations without rework
- 00_Platinum_Tier master files: Includes a 90-day OLA adoption roadmap (XLSX), an OLA incident response runbook (PDF), an anti-pattern catalogue (XLSX), and an outcomes dashboard (XLSX), so you can anticipate failure modes and measure real-time performance
- 01_Getting_Started guide (PDF): A one-page onboarding checklist to activate your toolkit immediately
- 02_Self_Assessment_and_Diagnostics (XLSX, PDF): Pre-built diagnostic matrices to assess team capability, process maturity, and stakeholder alignment in under 30 minutes
- 03_Requirements_and_Goal_Setting (XLSX, PDF): Stakeholder mapping templates and goal-setting frameworks to secure buy-in and clarify ownership from day one
- 04_Models_and_Frameworks (PDF): Comparative analysis of OLA, SLA, and UC frameworks so you can differentiate responsibilities and avoid overlap
- 06_Processes_and_Execution (15+ files, XLSX/PDF): Detailed execution worksheets, interview scripts, and process flow diagrams for designing and socialising OLAs across teams
- 07_Performance_and_KPIs (XLSX): Customisable KPI dashboards with automated scoring to track compliance, response times, and handover accuracy
- 08_Quality_and_Governance (PDF, XLSX): Audit preparation tools, policy templates, and oversight checklists to meet internal control requirements
- 09_Sustainment_and_Improvement (PDF): Continuous improvement playbooks to refresh OLAs quarterly and adapt to organisational change
- 10_Advanced_Topics (PDF): Case archives and escalation scenarios for handling cross-departmental disputes or service failures
- 11_Reference_and_Quick_Cards (PDF): At-a-glance reference sheets for OLA clauses, roles, and escalation paths, ideal for training and onboarding
- README.md and CUSTOMER_EMAIL.txt: Onboarding instructions and contact protocol for immediate access
How This Helps You
You need operation level agreements that do more than sit in a shared drive, they must drive accountability, prevent service breakdowns, and pass audit scrutiny. Without this guide, you risk ambiguous handovers, unresolved incidents, and performance disputes that erode trust between teams. With it, you gain a complete, field-tested system to design OLAs that are enforceable, measurable, and aligned to business outcomes. You’ll reduce mean time to resolution by clarifying ownership, satisfy auditors with documented controls, and eliminate finger-pointing between departments. The consequence of inaction? Escalated incidents, repeated service failures, non-compliance findings, and lost credibility with senior leadership.
You’re not just buying a guide, you’re acquiring a fully operational, audit-ready OLA framework used by global organisations to standardise service handoffs and eliminate operational ambiguity. This is the professional standard for anyone serious about delivering reliable, accountable operations.
What does the Operation Level Agreements: A Complete Guide - 2019 Edition include?
The Operation Level Agreements: A Complete Guide - 2019 Edition includes approximately 60 digital files delivered by email within 24 business hours, comprising 823 self-assessment questions in XLSX format, a seven-domain maturity model, implementation templates in Microsoft Word and Excel, a step-by-step playbook, and alignment guidance for ISO/IEC 20000, ITIL 4, and COBIT. The package also includes a 90-day roadmap, incident response runbook, anti-pattern catalogue, and KPI dashboard as part of the 00_Platinum_Tier section.